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Speech technologies in the UK public sector: speaking to the right areas
- Published by: Ovum, Ltd.
- Published: June, 2010
- Format : PDF / Pages: 8
- Delivery: E-Mail within 1-2 business days
- Product ID: 126106
Description
Abstract
Enterprises have invested in automation powered by speech recognition to cut
costs without sacrificing customer service levels. However, the UK public
sector is a vertical with unique barriers and considerations, such as a higher
number of stakeholders and a longer sales cycle. This report examines the
demand for speech applications for customer service in the UK public sector,
and the extent to which they have proliferated. It also offers advice to
vendors looking to break into this market.
Table of Contents
Table of Contents
Executive summary
In a nutshell
Ovum view
Business-level
recommendations
Overcoming issues with ASR in the UK public sector
Trends in speech recognition
An intelligent back end can necessitate
speech
Identifying purchase barriers in the UK public sector
Why
speech enablement doesn’t always happen
Uses for speech in the UK
public sector
Routing represents the top application
List of Tables
Table 1: Deployed speech applications
